Jay-R Avellana

Supervised a 31-member team supporting sustainability-focused US clients. Mentored high potential specialists, with 2 promoted to Team lead roles under my leadership.

Analyzed client utility and sustainability data, ensuring reporting accuracy. Delivered insights that improved reporting turnaround and completion time to 38%.

Delivered technical support for a US-based account, resolving hardware/software issues. Achieved an 82% first-contact resolution rate, exceeding the team's KPI target.

Provided billing, service, and technical support for a major US telecom account. Consistently ranked in the top 10% of agents for CSAT and quality metrics.

Handled inbound sales and customer service for a UK-based account. Boosted upsell conversions while maintaining high customer satisfaction ratings.

Handled inbound sales for a US-based account. Consistently exceeded quality assurance standards and performance benchmarks.

Bachelor of Science in Computer Science from AMA College Baguio, completed from 2000 to 2004.

High school diploma from Franciscan College of the Immaculate Conception, completed from 1996 to 2000.